Refund policy

We hand-pour and hand-pack every candle and hamper, and we want you to love what arrives. If something is not right, here is how we will fix it.

Damaged, defective or incorrect items

If your order arrives broken, melted, leaking or different from what you ordered, email us at support@thehamperville.com or message us on WhatsApp at +1 425-500-7551 within 48 hours of delivery. Include your order number and clear photos of the item and the outer box. We will send a free replacement or issue a full refund, whichever you prefer.

A note on handcrafted items: Most of our products are handcrafted, so slight differences in color, shape, texture or finish compared with the photos on our site are normal and part of their charm. We take this into account when reviewing a claim, so a small variation on its own is not considered a defect. If something looks significantly different from what you expected, please reach out anyway and we will be glad to take a look.

Returns of unused items

We accept returns of standard, in-stock items within 7 days of delivery if they are unused, unlit, in their original packaging and in the same condition you received them. To start a return, contact us with your order number. We will send you return instructions and the return address.

• Return shipping is paid by the customer unless the item arrived damaged or incorrect.
• Refunds go back to your original payment method within 5 to 10 business days after we receive and inspect the item.
• Original shipping charges are not refunded on change-of-mind returns.

Items we cannot accept back

• Custom, personalized or made-to-order hampers and candles
• Candles that have been lit, burned or scented-tested
• Sale or clearance items marked final sale
• Hampers with perishable or consumable add-ins.
• Gift cards

Because hampers are assembled as a set, we cannot accept partial returns of a hamper.

Changes and cancellations

You can request a change or cancellation within 6 hours of placing your order by messaging us on WhatsApp or using our contact form. After that point we may already have started hand-pouring or assembling your order, and we cannot guarantee changes. Custom orders cannot be cancelled once production begins.

Late or lost orders

If your tracking shows delivered but you cannot find the package, check with neighbors and your building's front desk, then contact us within 7 days. We will work with the carrier on a claim. If an order is lost in transit, we will reship or refund it.

Gifts

If you bought a gift for someone else, we can send the refund or replacement to you, the buyer. We never include prices in gift packages.

Contact us

The Hamperville,

704 228th Ave NE #3017, Sammamish, WA 98074.

Email support@thehamperville.com.

WhatsApp: +1 425-500-7551.